Eptica: Optimizing Customer Engagement through Multichannel Engagements

Eptica: Optimizing Customer Engagement through Multichannel Engagements

Olivier Njamfa, President, CEO & Co- Founder, EpticaOlivier Njamfa, President, CEO & Co- Founder
Serving and retaining good relationship with customers in the era of multiple storefronts both physical and virtual, multi-channel communications, higher consumer choices, and growing competition is the biggest challenge that businesses are witnessing today. Therefore, modern marketing has shifted from producing a product and pricing it to developing trust and value added relationship with the customers. Set against such a backdrop is Eptica, a multichannel and multilingual customer interaction management software provider, covering email, web, social media, web chat and agent channels. “Organizations across the globe understand that having meaningful conversations with their customers is central to building loyalty and driving increased revenues,” states Olivier Njamfa, CEO and Co-founder of Eptica.

Headquartered at Boston, MA, Eptica’s Customer Engagement Suite enables the businesses to improve engagement with customers, increase efficiency and drive sales by delivering fast, consistent and personalized responses to their queries, through their channel of choice. The suite comprises of Knowledge Base, Eptica Linguistic Services, and Interaction Workflow. Knowledge Base system combines knowledge with the multichannel customer contact history, which together enable agents to optimize the effectiveness of their customer interactions. While, Linguistic services delivers consistent, rapid and personalized responses to customers, based on understanding the tone and style of the language customers use. Interaction Workflow is developed to support the processing and management of all inbound and outbound customer requests and interactions that take place across multiple channels.

Moreover, with 144.8 Bn sent every day, email continues to be a vital channel for customer service. “Providing timely, accurate responses, and ensuring that businesses have management control and visibility over the process is particularly difficult if companies rely on desktop email programs,” says Njamfa. Eptica Email Management solves this issue by making it easy to deliver email customer service with fast replies and significantly diminished customer service costs.

Eptica Email Management, through its unique linguistics techniques and workflow features will help boost the quality and accuracy of agents’ email replies

“For a customer, there is nothing worse than receiving an email reply through an automated system that doesn’t answer their question. Eptica Email Management, through its unique linguistics techniques and workflow features will help boost the quality and accuracy of agents’ email replies,” explains Njamfa.

According to Forrester Research, 55 percent of U.S. online adults are likely to abandon their online purchase if they cannot find a quick answer to their question. While, 77 percent say that valuing their time is the most important thing a company can do to provide them with good online customer service. Eptica’s Self Service solution enables organizations to efficiently manage online customer service with easily available user-friendly, self-service environment. Moreover, as social media has paved its position as the fastest channel for customer service, Eptica’s Social Media Interaction Management enables users to proactively identify customer opportunities in real time, and quickly act to solve customer complaints.

The company serves various sectors across the globe with competence and efficiency and has garnered the trust of more than four hundred organizations. In an instance, Vivastreet—a free classified ads website, was looking for a solution that helps them in developing a high quality experience with customers. So, Eptica introduced them the solution through which Vivastreet was able to provide fast, consistent and above all comprehensive services to customers.

Eptica with a new expanded global headquarters to be opened in Paris in April plans to cement its foot in the international market. “2015 marks a year of continued expansion and growth for Eptica, particularly in our U.S. operations. We look forward to accelerating our success over the next fifteen years,” concludes Njamfa.

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